People

Challenges Facing Pharmacy Owners and/or Managers

As a pharmacy owner or manager are you bringing out the best in your team?

• Do you wear too many hats (owner, pharmacist, retailer etc??)
• Do you rely on a few staff members to be all things & all accountable?
• Is there a lack of empowerment and leadership skills amongst your staff?
• Is there a lack of staff accountability and role clarity?
• Are you frustrated by performance management issues?
• Do you work 'in' the business not 'on' the business?
• Are you stuck in the 'now' rather than building for the future?

These are just some of the challenges facing Pharmacy owners and/or managers today.

In response to these challenges, FMIPS has developed a range of products and services that focus on maximising the return on the people investment by:

• Identifying HR issues and providing recommendations & solutions
• Clarifying and aligning staff expectations
• Improving staff accountability
• Measuring performance
• Providing targeted training and career development

FMIPS has built an HR and Performance Management Pack that addresses many of these issues.

It is a tool that provides the framework to enable pharmacists to improve the quality and performance of their people - the number one driver in the overall success of a pharmacy business.

FMIPS works with pharmacy owners/managers to understand their goals (business and lifestyle) and the strategic objectives for their business. Once this is done, we assess the current structure of your team and create clear expectations for each role.

Are the right people in the right roles in the store?

The next step is to update job descriptions and business KPI's across the business and ensure staff can deliver to these objectives. FMIPS then updates the business operating documentation including recruitment and induction processes, performance management and training policies - ensuring all are aligned with YOUR business vision and goals.

The final step is the ongoing measurement of the performance of each staff member. This is done through a variety of innovative online performance management tools which clearly illustrate strength and development issues in your business. With this data owners/managers can maximise the return on investment of your training $$$.

For pharmacies that already have an existing HR infrastructure, FMIPS can establish, manage and co-ordinate an online performance management system. This allows owners/managers to reduce up to 80% of the administration time involved I the performance appraisal process. Owners/managers are provided with clear performance data for ongoing training and management of your team.

For smaller or independent pharmacies that do not have the need for an integrated HR and performance management system, FMIPS has developed the PEOPLE PACK^TM CD-ROM with generic HR document templates which stores can customise to their own requirements as required.

All HR and performance documentation (online and offline) meets and exceeds QCPP standards.

Benefits

• Provides a clear framework to establish and measure staff performance
• Improved communication and better role clarity for your staff
• The online performance appraisal system provides owners/managers with competency-based feedback reports highlighting areas for development for each staff member in your pharmacy/group
• Owners/managers can then identify areas for development across all roles in the pharmacy/group
• Clarification and communication of the business goals and objectives to all staff
• Implementation of consistent policies and procedures for all staff
• All documentation is QCCP compliant

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PEOPLE PACK^TM

• Are you frustrated by the lack of people management systems in your business?
• Struggling to maintain your QCPP standards?
• Do your staff understand what you expect from them?

If any of these symptoms sound familiar, the PEOPLE PACK^TM is the perfect fast-acting remedy to relieve your people management issues.

The PEOPLE PACK^TM is a CD-ROM containing comprehensive documentation and templates covering the latest competency-based people management processes.

All documentation is QCPP aligned and covers:

• Pharmacy job descriptions
• Recruitment and selection
• Staff orientation
• Induction processes
• Staff training
• Staff recognition
• Performance management

Each topic includes easy-to-use templates that can be printed off and customised to suit the needs of your business. There are over 25 templates, covering all areas of staff management.

There is no better tool to manage your team and cut through the administration hassle of people management.

Order your PEOPLE PACK^TM today for the painless introductory price of only $990 (GST inclusive).

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Service Action

The best mystery-shopper program in Pharmacy!!

A pharmacy-specific customer service improvement program that measures key business drivers such as:

• Customer service standards and the overall customer experience
• Marketing compliance
• Implementation of staff training

Originating from our years of experience in retail pharmacy, FMIPS has developed a customised, meaningful checklist of customer service KPI's, which form the ServiceAction customer service improvement survey.

By applying the ServiceAction program, your store(s) is shopped or surveyed either once or twice every month - your choice. We can also shop your key competitors and benchmark their performance against your key areas.

FMIPS manages the reporting and feedback and presents the findings on your business's customer service strengths and weaknesses.

After each shop owners/managers receive:

• "Moment-of-truth" reports
• Group benchmarking
• Industry benchmarking
• "Plan-of-attack" strategies/recommendations for any areas requiring improvement.

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SmartPharm

SmartPharm delivers web-based training, information and services to pharmacy owners/managers and their staff. It provides a unique platform that enables owners/managers to tailor training and product information to suit the needs of their business. The online medium provides management an independent measure of the effectiveness of staff training and development and the ability to adjust programs if required.

SmartPharm web-based training covers:-

• Introduction to retail pharmacy an - introduction to pharmacy fundamentals. An essential component for all new-employee induction. Modules include:
• Customer service fundamentals
• Introduction to S2's and S3's
• Loss prevention
• Advanced retail training
• Dispensary Technician training
• Professional education and training
• Pharmacy business management (for owners and managers)
• Category specific training
• Supplier product training

Benefits

• Variety of training modules means all pharmacy staff can benefit from online training
• Convenience of the online format means owners/managers can schedule training sessions to suit the business requirements
• Owners/managers can also monitor progression of staff via online system
• Online system allows managers/trainers to customise modules to specific needs of team or individual staff
• Managers/trainers can access individual staff results, monitor staff progress, compare results across the team, identify development areas etc.

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